Incident Management & Improvement Specialist
Requirements:
- Incident Management
- Problem Management
- Root Cause Analysis (RCA)
- Continuous Service Improvement (CSI)
- IT Service Management (ITSM)
- ITIL-based service operations and governance
- ServiceNow or similar ITSM platforms
- SLA management and service performance monitoring
- Process optimization and operational excellence
- Stakeholder and vendor management
With a strong focus on IT/OT, R&D, Engineering, and Business Development, Ework delivers value through an independent, holistic approach to total talent management.
For our Client from the pharma sector, we are currently looking for:
- Service Improvement Specialist – Incident Management
- Location: Warsaw, Poland
- Work model: Hybrid — on-site presence at the Warsaw hub required every Wednesday
- Start date: To be agreed
CONSULTANT MUST BE ABLE TO ATTEND THE WARSAW HUB EVERY WEDNESDAY
Recruitment language: English
Recruitment process: 2 steps
Role overview
We are looking for an experienced Service Improvement Specialist to drive operational excellence, service quality, governance, and continuous improvement across a Server Platform organization spanning both Windows and Linux teams. This is a role that sits at the intersection of operations, architecture, and management — acting as the bridge that turns incidents, problems, changes, audits, and knowledge management activities into measurable business value.
,[Service Improvement & Governance, Drive Continuous Service Improvement initiatives across Server Platform teams (Windows and Linux), Maintain and improve improvement backlogs, prioritisation models, governance routines, and reporting, Coordinate review meetings and follow up on agreed actions, owners, and deadlines, Analyse operational trends to reduce incidents, improve efficiency, and mitigate operational risk, Problem Management & Root Cause Analysis, Lead or coordinate RCA activities for major incidents and recurring operational issues, Facilitate cross-functional investigations across Server, Network, Infrastructure, Security, Application, and Architecture teams, Document findings, corrective actions, and preventive measures; track remediation to completion, Process, Quality & Knowledge ManagementReview and improve operational processes, SOPs, standards, and governance controls, Support audit readiness activities and evidence collectionMaintain operational documentation and knowledge articles, improving structure and searchability, Tooling, Reporting & Stakeholder Managemen, tSupport ServiceNow, Azure DevOps, CMDB, and operational reporting initiativesIdentify automation opportunities to reduce manual effort and improve consistency, Work closely with operations managers, architects, service owners, and technical specialists across the organization] Requirements: Windows, Azure, SLA, Incident Management, Problem Management, Root cause, ITIL, ServiceNow, ITSM, BI, Pharma